Versa's screen not working

[Laura02]

My Fitbit has suddenly stopped working. I’ve tried resetting the device by holding the buttons down and it vibrates and the screen comes on as a very dark blue (almost looks off still) but nothing else happens. It is fully charged as I took it off charge this morning.

Moderator edit: updated subject for clarity

[JuanJoFitbit · Accepted solution]

Hi @Laura02, welcome to our Fitbit Community. I'm sorry to hear that the screen of your Fitbit Versa is not turning on properly. I totally understand how you feel about this and I appreciate the time spent trying to get this issue resolved before contacting our forums.

I was able to get in touch with our Support team and was told that they assisted you via chat. I'm glad to hear that a solution was provided and you are back on track with a replacement unit.

As a side note, I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Hope to see you in our Fitbit Community more often! 😀

[Yarnlover]

Hi Juan;  my versa 2 is stuck on a wallet screen.

 The left button is unresponsive. To get anything on screen, I have to tap the screen a number of times and all I get is the above picture. I can’t make this screen move. I’ve deleted this device and reset it several times. Left button still unresponsive and if screen above comes on, still won’t go away and behave like it did for the first few months. I have a Fitbit charge three which had a screen issue, too. Screen began to fade and fade  until it became useless to me. That’s when I got versa 2 to replace it. Help?

[JuanJoFitbit]

Hi @Yarnlover, thank you for joining us in this thread. I'm sorry to hear that your Versa 2 got stuck on the "Wallet" screen. By the way, thank you for troubleshooting this issue before getting in touch with our Community and providing a picture showing the issue.

I'd like you to try a factory reset. To do so on your device, follow the steps below:

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:

• Release the button briefly (for less than 2 seconds). 
• Hold the button again until they feel a second, longer vibration, which indicates they initiated the factory reset.

After this, set up your watch from scratch. Finally, monitor your Versa and see if it doesn't get stuck on any of the screens.

Keep me posted on the outcome.

[Yarnlover]

Thanks a lot for your answer, Juan.
I must have forgotten to tell you that the left button does not work at
all. I have tried all of the button suggestions. I have been able to
download the SP02 clock face. I have to tap the screen to see the time but
the button does not work. At least I am off the wallet page. I am able to
do some swiping now with results. I have followed some instructions about
cleaning the device. For now, I guess I’m happy enough. But when I got this
far before, I might touch an icon like weather and get stuck again. Which
eventually revert to that wallet face again.

[JuanJoFitbit]

Hi @Yarnlover, thank you for getting back and trying the recommended troubleshooting steps. Thank you also for letting me know that the button of your watch is still unable to work, even though you have cleaned the button and tried to fix it.

Due to this, let me go ahead and forward your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.

You will receive an email from them soon.

[Pamaholic]

Hello Juan

My Fitbit Versa touch screen has stopped working too. I've done the factory reset as you've previously suggested. I've also unpaired and re-paired my device. The screen is still not working. Worst, now, it's got two lines going across the screen. It still records the steps, I just can't get out of the clock face screen to see my stats.

Any more tips? 

Thank you

Pamela

[JuanJoFitbit]

Hi @Pamaholic, thank you for joining us in this thread and our Fitbit Community. I appreciate the time spent trying to get this issue resolved before contacting our forums.

Since the issue persists, let me go ahead and forward your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.

I'll be around if any question arises.

[Socalcar]

Hello Juan,

 I am having the same problem with my Versa 2 screen stuck on setup wallet, still get messages and sync with phone app but side button don't respond to pushing, it moves freely but no response. Found some remedies on this forum and tried all but still same. Any helpful advice please.

Thanks, Carlos

[JuanJoFitbit]

Hi @Socalcar, thank you for participating in our Fitbit Community. Regarding the screen issue that your Versa has experienced, I would like to thank you for trying to get it fixed.

In order to avoid providing the same information, let me know what troubleshooting steps you have tried. In the meantime, restart your Versa as advised in this help page. After this, monitor your watch and see if the screen doesn't get stuck again.

Let me know how it goes.

[Socalcar]

Basically the problem is the back button, as long as I don't use any apps on my fitbit, swiping works but when an app is used it is stuck till battery drains completely then recharge will Basically reset back to home screen.